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Test method and device of intelligent customer service system, and storage medium

A technology of intelligent customer service and testing equipment, applied in the information field, can solve problems such as low customer satisfaction and limited problems with feedback

Inactive Publication Date: 2019-05-14
CHINA UNITED NETWORK COMM GRP CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, the automatic customer system is often supported by constructing a set of common questions in this field. The automatic customer service searches for answers from the knowledge base. Often the system can answer limited questions, and customers are not satisfied with the feedback questions.

Method used

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  • Test method and device of intelligent customer service system, and storage medium
  • Test method and device of intelligent customer service system, and storage medium
  • Test method and device of intelligent customer service system, and storage medium

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Embodiment Construction

[0040] In order to make the objectives, technical solutions, and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be described clearly and completely in conjunction with the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments It is a part of the embodiments of the present invention, not all the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those of ordinary skill in the art without creative work shall fall within the protection scope of the present invention.

[0041] It should be understood that the terms "including" and "having" and any variations of them used herein are intended to cover non-exclusive inclusion. For example, a process, method, system, product, or device that includes a series of steps or units is not necessarily limited to Those steps or units that are clearly listed may ...

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Abstract

The invention provides a test method and device of an intelligent customer service system, and a storage medium. The method comprises: receiving query information input by a tester on the man-machineconversation page, a service type corresponding to the query information is determined according to the query information, and the service type comprises a telephone charge query service, a broadbandacceleration service, a broadband fault repair service and a charge consultation service; And executing the test process corresponding to the service type, and returning an execution result of the test process. Through the method, the function test of the intelligent customer service system is realized, and support is provided for optimization of the customer service system.

Description

Technical field [0001] The embodiment of the present invention relates to the field of information technology, in particular to a test method, device and storage medium of an intelligent customer service system. Background technique [0002] The consulting services of traditional operator customer service systems are often implemented through call centers, which require specialized software and hardware systems and a large number of manual customer service personnel, which is costly. With the development of the Internet in recent years, a new generation of automated customer service systems based on the Internet have emerged. [0003] The automatic customer service system has the following characteristics: it analyzes and understands the consultation questions sent by the user, and automatically gives answers under the support of the preset knowledge base, and does not require the participation of manual customer service, saving labor costs. However, automatic customer systems are...

Claims

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Application Information

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IPC IPC(8): G06F11/36G06Q30/06G10L15/26
Inventor 刘金财白瑜王涛
Owner CHINA UNITED NETWORK COMM GRP CO LTD
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